Tagged: agents

future of the contact center

Future of the Contact Center: 7 Key Trends Driving a Massive Transformation (Part 3)

by Liz Osborn, vice president of product and solution marketing at Five9

Contact centers are under pressure to adapt to the rapidly changing technology landscape and consumer expectations. There are seven key trends that will impact contact centers as they evolve to meet these shifting expectations.

Catch up on part 1 and part 2 to read trends 1 through 3.

Here are trends #4 & #5:
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8 Tips for Ensuring Agents Excel in a Multichannel Environment [CHECKLIST]

ICMI research shows 86 percent of consumers want the freedom to choose their favorite channel to connect with businesses — and their satisfaction levels rise when they’re given that choice.

To give your multichannel efforts the best chance for success, start with the agents who know you and your business the best. Put processes into place and take advantage of technology tools to transform these veterans into multichannel powerhouses.

Here are some tips to get you there: Continue reading

5 Ways to Boost the Fun Factor in Your Contact Center

Just about everyone agrees: employees that feel rewarded tend to be more productive and more effective in their roles–and they’re less likely to depart for greener-looking pastures.

Here are a few ideas for livening things up in your contact center, inspired by the motivation and teamwork of the experts at CSWeek.com: Continue reading

7 Best Practices for Coaching Contact Center Agents

So you’ve hired a great team of agents. Initial onboarding activities went well. Your agents are making and taking calls, and business is good.

But business (and agents) can always get better–and coaching your agents is one of the most cost-effective ways you can help. Be a good coach and everyone will thank you–from your agents to those folks in the boardroom.

It’s important to remember, coaching is different from training (or re-training). It’s about helping agents apply skills and knowledge they already have in their bag of tricks.

Here are 7 tips to consider when looking to improve your agent coaching strategy: Continue reading

Onboarding Contact Center Agents: DAY ONE [CHECKLIST]

Not all agents are created equal; some new arrivals are beginning their careers, while others may be experienced agents. You’re going to onboard them differently, of course-but probably not on the first day.

Why is onboarding such a big deal?

Getting agents off to the right start has many advantages: Continue reading

Episode 3: The Multichannel Agent Challenge #FollowMeOnTweeter

In case you missed it, check out Episode 3 of Success Calls to see how Carl and Windy are using multichannel solutions to improve agent efficiency:

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And don’t forget to get your FREE copy of Practical/Tactical: A 32-page Guide to Maximizing Agent Efficiency:


4 Ways Cloud Technology Helps Contact Centers Leverage Quality Talent, Anywhere


Great agents are everywhere. Well, almost. And that’s important, because, not long ago, the only good candidate was a local one. Contact centers were places where agents came to work–the work couldn’t come to them.

Today, technology advances have changed all that Continue reading

Exclusive Preview: The Multichannel Agent Challenge #FollowMeOnTweeter

Windy and Carl are back at it again! This time they’ve realized their contact centers need to be as connected as their customers – but Windy and Carl seem to have different understandings of what being “connected” really means.

Watch the exclusive sneak peek trailer:

Check out the full episode to see Windy and Carl’s attempts at executing a multichannel strategy.

Get the Video eBook Guide Practical/Tactical: A Guide to Maximizing Agent Efficiency:


The Ultimate Guide to Customer Service Phone Etiquette


When it comes to being a professional customer service representative on the phone, there are certain beliefs that, if held true, will provide a better customer experience. Believing that the customer is always right, or that you can actually hear a smile over the phone, are just a couple examples that come to mind. Continue reading

Tips for Staffing a Multichannel Contact Center [SUCCESS STORY] & [SLIDESHARE]

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Meeting the needs of today’s connected consumer hinges on the ability to engage on the consumer’s channel of choice whether it’s phone, chat, email or social media. Rising to this occasion first requires offering multiple communication channels, which then requires having the proper technology and agents with the right skill sets to communicate on a variety of channels.

When it comes to staffing a multichannel contact center, there are two main paths you can go down; Continue reading